Oracle Customer Solutions Analyst - Fraud Mitigation in Redwood City, California

Customer Solutions Analyst - Fraud Mitigation

Preferred Qualifications

Job Title: Customer Service


Organization Name: Customer Service

Department Description:

The Customer Service team provides unique services and

support to internal organizations and customers worldwide. Supported online venues include Oracle Store,

Cloud Store, Oracle Software Delivery Cloud, and License Key Provisioning.

Brief Posting Description:

Customer Service analysts deliver service and support that

represents the highest level of customer service and quality. To do this, the analyst will:

  • Provideworld class customer service for Oracle’s online venues using phone, email,chat, and co-browse.

  • Monitor,diagnose, and disposition fraudulent transactions through the use of fraudprevention technologies.

  • Use Oracleapplications to research customer inquiries and determine customer entitlementto products and services.

  • Provisionlicense keys and passwords that activate or enable access to Oracleproducts.

  • Workcross functionally with company stake holders to develop procedures in supportof evolving business needs.

  • Createand maintain process documentation and publish to content managementsystems.

  • Analyzetrends and process performance through data collection and metrics.

  • Identify,evaluate, and report issues to management that impact the quality ofoutputs.

  • Managecustomer feedback through department’s ISO-certified quality managementsystem and contribute to continuous improvement initiatives


BA/BS college degree

Technical aptitude; learns new technology quickly

Proficient in English (writing and verbal)--multiple

language skills a plus

1-2 years work experience--may include internship(s) preferred

Proficient in Excel, Powerpoint (HTML is a plus)

Skills Preferred:

  • PersonalDrive - demonstrate a sense of urgency, motivation, and tenacity inachieving objectives.

  • Customer-Oriented- interprets and matches the customer's business needs to the capabilitiesof Oracle; balances customer needs with Oracle policy.

  • CommunicatesEffectively - conveys knowledge and credibility with effective structuringof ideas, opinions, and information, in writing and speaking.

  • ResultsOriented - personally does what is needed to complete the work; learns newconcepts and technology quickly; demonstrates persistence in the face ofsetbacks; delivers high quality results on time.

  • ProblemSolving - demonstrates resourcefulness by exploring a range ofalternatives and options to resolve problems; quickly recognizes newproblems and develops solutions within appropriate time scales.

  • DecisionMaking - makes balanced and timely decisions with incomplete information;evaluates a number of different options and demonstrates the capacity toanticipate problems.

  • Planningand Organization - plans, coordinates, and monitors multiple activitieswhile optimizing the use of resources to achieve a goal.

  • Adaptsto Change - responds to change by demonstrating flexibility and workingeffectively in ambiguous situations.

  • Workwith International Teams - seeks relevant information and involvement fromother global teams and departments for projects in own area; developsworking relationships with colleagues globally.

Detailed Description and Job Requirements

Provides follow through of complex customer issues, continuous improvement programs and development of tools such as customer satisfaction measures, etc.

Interacts with customers prior to and/or after sale. Develops and maintains positive customer relations; coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. This position has authority to substantially affect the relationship between the company and a customer, either from a financial standpoint or product standpoint. Focus of work can be in pre-sale or post-sale or both.

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Works within defined procedures and routines with limited autonomy. Problem solving involves research and verification. Includes new graduate entrant with no professional experience; trainees, interns. Entry level position. Prefer 0-2 years of experience and good communication skills.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

Job: Manufacturing and Distribution

Location: US-CA,California-Redwood City

Job Type: Regular Employee Hire

Organization: Oracle